E-Commerce Customer Support Representative (Phone and Chat)

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: TYPE OF WORK

Full Time

: SALARY

1000

: HOURS PER WEEK

40

: DATE UPDATED

Oct 24, 2026

JOB OVERVIEW

About MIRA Safety
MIRA Safety is committed to protecting lives through high-performance safety equipment trusted by civilians, professionals, and first responders worldwide. Our mission is to deliver reliable solutions that help customers stay prepared for the unexpected.
As we continue to grow, we are expanding our support team and seeking experienced professionals who thrive in e-commerce and product-driven support environments, supporting U.S.-based customers.

Role Overview
We are hiring an E-Commerce Customer Support Representative with strong BPO voice experience and proven ability to handle both phone and live chat support simultaneously.
This is not a purely transactional support role. We are looking for individuals who can confidently engage customers, communicate product value, and take full ownership of resolving issues in real time.

This role is ideal for someone who:
-Has experience in e-commerce or product-based support
-Can effectively manage phone and live chat concurrently
-Demonstrates high energy, adaptability, and ownership
-Is confident explaining products and guiding customer decisions
-Performs well in fast-paced, KPI-driven environments

This requires a 40-hour weekly commitment remote contract role aligned with U.S. business hours.

Key Responsibilities
-Manage inbound customer interactions across phone and live chat simultaneously
-Assist customers with:
-Product inquiries and recommendations
-Order status, modifications, and issue resolution
-Product troubleshooting and usage guidance
-Deliver engaging, proactive support that builds trust and drives customer confidence
-Accurately document all interactions in CRM systems
-Process and update orders as needed

Meet or exceed performance metrics, including:
-CSAT (Customer Satisfaction)
-First Call Resolution (FCR)
-Average Handle Time (AHT)
-Escalate complex issues appropriately
-Collaborate with fulfillment and sales teams when necessary
-Maintain strong, up-to-date knowledge of products and policies

Required Qualifications
-Minimum 3+ years of BPO voice support experience with U.S. customers
-Proven experience handling high-volume support across phone and chat simultaneously
-Background in e-commerce or product-focused support environments
-Strong spoken English with a neutral accent
-Experience with CRM and support platforms such as:
Gorgias
Zendesk
Salesforce
Richpanel or similar tools
-Demonstrated ability to:
Multitask effectively in real time
Maintain accuracy across concurrent interactions
Communicate product knowledge clearly and confidently
Strong problem-solving skills and a customer-first mindset
Ability to work independently in a remote setup

Work Requirements
-Reliable high-speed internet connection and a back up
-Backup power support or computer
-Quiet, distraction-free workspace
-High-quality headset for calls
-Consistent availability during scheduled shifts

Additional technical requirements will be provided during the hiring process.

Schedule
Monday to Friday: 9:00 AM – 6:00 PM CST. Schedule may adjust based on business needs

Preferred Qualifications
-Experience supporting e-commerce brands or technical products
-Strong product knowledge and ability to recommend solutions confidently
-Experience working with customer support KPIs (CSAT, FCR, AHT, QA)
T-rack record of high engagement, responsiveness, and ownership in customer interactions

Why Join MIRA Safety
-100% remote work environment
-Stable, long-term opportunity
-Join a fast-growing international brand
-Opportunity to deepen product expertise and customer engagement skills

Application Process
Please complete the form below:
https://forms.gle/WfoTy1MzjQiuhjkE8
Only applications submitted through this form will be reviewed.

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E-Commerce Customer Support Representative (Phone and Chat)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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